Pre-empting User Choices For A Better User Experience by David Callaghan


Users fail because designs fail. Conversational design skills are an important asset for any bot developer, regardless of the development platform used. With chatbots you always build for two types of users:

1. new users that use a bot for the first time

2. expert users that did use the bot before

This article explains a solution that allows experienced users to skip a dialog in a bot-user interaction

Problem Statement

Consider a simple question, asking a user if they have a particular input and then following up with gathering that input. Rather than simply providing an endless loop of menus, actually validating the input and if the user enters an expected response continuing in the flow.

For example, asking a person for a Barcode:

A simple journey, but how should the bot react when the user answers the question (expert user) rather than clicking the list button. One way, is to simply repeat the menu option until they click the right button, for example: Read the complete article here.

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